iWild Casino UK - Se ha retrasado el pago de las ganancias del jugador.

Hi I'm not too sure what else to do as Iwild are very unhelpful and just keep telling me I am priority when I am not.

Hi my complaint today is about iwild. Everytime I win more then 200 I am made to verify, I have been forced to verify myself twise in 2 months.

I won 800 which is the most iv ever won from this site I withdrew like I normal do. After 2 days they cancelled it and request verification again, I sent all the documents they asked for, On the 4th day of waiting they emailed me and asked for a utility with my date of birth on it. This document is something I can not provide as the utilities in the UK do not have a date of birth on it, I told this however I'm on day 8 of no responses from kyc team. Still unable to withdraw. I have been a loyal customer of theirs for years I have verified 4 times all in all.

What can I do about this.

It feels like a ploy to keep me from withdrawing my 800

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Dear Becca1221,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

No problem I will come back on day 14. I'm in day 8 so far. Can you tell me if its normal procedure to ask for verification everytime you win more then 200 though? Iv not expirenced this on any other site

Dear Becca1221 and Casino Guru,

Thank you for contacting us regarding player's concern. Upon provision of necessary documentation, it was reviewed by the KYC department and the player is now fully verified. As a result, account restrictions were lifted.

We thank the player for their cooperation in this matter.

Respectfully,

iWild Casino Representative.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Becca1221,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila

We’ve reopened this complaint at the request of Becca1221. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Becca1221, could you please update us on the current status of your withdrawal?

Thank you in advance for your reply.

Best regards,

Attila G.

Hi after they saw my complaint yesterday they fully verified me and I was free to withdraw which I did. They then cancelled it a few hours later saying my bets are in review and I am no longer able to withdraw it will take 14 days or more for the provider to get back to them. I have already been waiting 2 weeks for verification they could have done all this then. I play slots so my winnings if from numerous providers.

Dear Becca1221 and Casino Guru,

The player's account is currently under Provider Check, in accordance with the iWild KYC Policy. To provide the player with average expected timelines, the policy states the following:

2.2.3. The duration of the verification process during the "Provider's Check" stage depends on the individual circumstances of the User's request and may take at least 7 days. 

Respectfully,

iWild Casino Representative.

Casino guru they just making excuses. As you can see they have told you it will take 7 days. Iv got screenshot of them telling me it will be well over 14 days now. Also they told me yesterday im fully verified and free to withdraw to just snatch it away again a couple hours later because I resolved my complaint with you so they thought you could try to get me to play my winnings one more time.

I'm not going to do that

If this was normal procedure then why would you say I'm free to withdraw why didn't you just send it straight for review.

Iwild I have documented and screenshotted every single conversation we have had.

Casino.guru

They have also flagged my review to trustpilot as illegal content I have had to send trustpilot stuff to prove I'm real person. The provider they are talking about I won 300 pound on a 50p spin while on a bonus round. Not sure how that's suspicious at all.

Dear Becca1221 and Casino Guru,

To provide an update to the procedure, the game provider has concluded its review of the player's activity and did not find any abnormal activity. As such, the check is completed and player's account is fully reinstated. We thank the player for their patience!

Respectfully,

iWild Casino Representative.

Can we keep it open until I recieve funds please casino guru I closed it last time and recieve a problem again straight away.

Dear Becca1221 and Casino Guru,

The requested withdrawal has been processed successfully by the team earlier today. At this moment, there are no other pending withdrawals and player's balance is empty. We thank the player for their patience during this process!

Respectfully,

iWild Casino Representative.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Becca1221,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila